Technical Department & B2B Customer Development Back Office

Hörmann Hellas, a member of one of the leading European groups in the field of doors, industrial systems, and loading solutions, is seeking a partner for the position: Technical Department & B2B Customer Development Back Office. The position serves as the primary link between customers, the Technical Department, contractors, Sales, Warehouse, and Administration. The role combines:

• Organized support for professional customers.
• Proper coordination of technical projects and contractors.
• Management of service, faults, damages, and new installations.
• Active searching and introduction of new customers through targeted B2B cold calling.

This is not a simple clerical position. We are looking for a person who takes responsibility for every case, ensures correct information flow to all stakeholders, and follows up on every task until its final completion.

Main Responsibilities

B2B Customer Support

• Receiving and recording telephone and electronic customer inquiries.
• Gathering all necessary technical and commercial information.
• Categorizing each request as service, fault, damage, maintenance, spare part, or new installation.
• Providing accurate, clear, and complete updates to the customer.
• Systematic updating of the customer regarding progress, schedule, and next steps.
• Managing complaints, urgent cases, and delays with composure and professionalism.

Management of service, faults, and damages

• Creation and monitoring of technical service reports.
• Recording of equipment, location, history, and description of the problem.
• Gathering photographs, installation details, and other necessary information.
• Assessing the priority of each case in collaboration with the Technical Department supervisor.
• Scheduling technical visits and coordinating contractors.
• Monitoring spare parts, approvals, quotes, and restoration dates.
• Checking technical reports and supporting documents after job completion.
• Confirming that the fault has been repaired and that the customer has been properly informed.

Coordination of new installations and projects

• Supporting the scheduling of new installations.
• Coordination between customer, salesperson, technical department, contractor, warehouse, and transport.
• Confirming the availability of products, components, and materials.
• Verifying that the customer's site is ready before dispatching the contractor.
• Monitoring the agreed timeline.
• Timely identification of potential delays or problems.
• Maintaining a complete electronic file for every project.
• Monitoring the installation until completion and final delivery.

Cold calling and new customer development

• Performing daily targeted outbound calls to businesses.
• Searching for and introducing new B2B customers into the company's CRM.
• Communicating with owners, technical directors, facility managers, maintenance managers, and procurement managers.
• Presenting technical support, repair, and preventive maintenance services.
• Identifying businesses that use industrial doors, loading ramps, automation, and related systems.
• Investigating needs for service, spare parts, maintenance contracts, replacements, or new installations.
• Reactivating old and inactive customers.
• Scheduling technical visits and commercial meetings.
• Handing over evaluated opportunities to the Technical Department or the Sales team.
• Systematic follow-up communication until a specific next step is established.

Key Performance Indicators Performance in the position will be evaluated based on:

• Response speed to customer inquiries.
• Accuracy and completeness of the recording of each case.
• Timely updates to customers.
• Time for scheduling and completion of technical works.
• Number and age of open pending items.
• Correctness of information in the CRM and ERP.
• Number of targeted outbound calls.
• New contacts and business opportunities created.
• New requests for service, maintenance, spare parts, and installations.
• Effectiveness of coordination between the customer and technical contractors.
• Satisfaction and retention of professional customers.

The Profile We Are Looking For We want a person who:

• Personally takes responsibility for every case.
• Follows up on every request until its final completion.
• Updates the customer before they are forced to ask for an update themselves.
• Effectively coordinates all involved departments.
• Identifies delays in a timely manner and intervenes before they escalate into a serious problem.
• Possesses the energy and confidence to seek new customers and new business opportunities.

Interested parties can send their CV, mentioning specific experience in managing technical inquiries, coordinating contractors, and B2B telephone customer development.

Required Qualifications:

Required qualifications

• Previous experience in technical back office, after-sales service, technical service, or contractor coordination.
• Very good organizational skills and the ability to manage multiple cases simultaneously.
• Ability to correctly understand and record technical information.
• Excellent telephone and written communication.
• Commercial mindset and comfort in performing B2B cold calling.
• Persistence, assertiveness, and resilience to rejection.
• Ability to manage demanding customers and urgent cases.
• Consistency in following up on pending items and meeting commitments.
• Very good use of Microsoft Office.
• Familiarity with CRM or ERP systems.
• Good knowledge of English.

Desired qualifications

• Previous experience in industrial equipment, technical projects, automation, or professional installations.
• Experience in managing spare parts and technical quotes.
• Basic understanding of electromechanical equipment and technical terminology.
• Experience in telesales, lead generation, or new customer base development.
• Experience in project monitoring from scheduling to delivery.

Benefits:

What we offer

• Competitive fixed compensation package.
• Additional incentive system based on specific qualitative and commercial results.
• Organized training on products, technical applications, and company processes.
• Modern CRM tools and an organized project monitoring system.
• A stable, organized, and demanding professional environment.
• Collaboration with an experienced technical and commercial team.
• Opportunity for evolution in Technical Service, After Sales, or technical sales.